Customer satisfaction survey template for Ghana
A short SMS and WhatsApp version and a fuller phone or online version, with satisfaction, loyalty and complaint-handling questions. This version is set up for Ghana.
Customer service teams, banks, telecoms, retailers, schools, clinics and NGOs that want to know how people rate a service and what to fix first.
- Word document
- Editable, no password
- Includes consent script and analysis guide
Already set up for Ghana
| Interview languages | English, Asante Twi, Fante, Ewe, Dagbanli and Dagaare |
|---|---|
| Currency | Ghanaian cedi (GHS) |
| First-level divisions | Regions: Ahafo, Ashanti, Bono, Bono East, Central, Eastern, Greater Accra and North East Region and more |
| Mobile money | MTN mobile money |
| Data protection law | Data Protection Act, 2012 (Act 843) (2012). Regulator: Data Protection Commission (source) |
We checked these details against the public sources linked on this page. This is not legal advice: have your consent script reviewed against the law before you interview.
What is inside
- Part A, a very short SMS and WhatsApp version with opt-out wording.
- Part B, a fuller version covering overall satisfaction, drivers, loyalty and complaints.
- A recommend score question and instructions for working out the net promoter score.
- A consent script, a pre-field checklist and an analysis and reporting guide.
How long it takes
| Mode | Interview length | Questions to keep |
|---|---|---|
| SMS or WhatsApp | Under 2 minutes | 3 to 5 (use Part A) |
| Phone | 8 to 12 minutes | 15 to 22 |
| Face to face | 12 to 20 minutes | 20 to 30 |
| Online | 5 to 8 minutes | 12 to 18 |
How to use it
- Pick the moment. Ask soon after the customer's last contact, while they remember it. Say who you are in the first message, and allow people to stop at any time.
- Start with Part A. If you only send one thing, send the short version. A few questions by SMS or WhatsApp will usually get more replies than one long survey.
- Use Part B to find the cause. Overall satisfaction tells you how people feel. The driver questions on quality, price, delivery, staff, support and complaints tell you what to change.
- Read the score with its margin. A net promoter score from a small sample can move a lot by chance. Report the number of responses and the margin of error beside the score, and compare groups only when the samples are large enough.
- Close the loop. Tell customers what you changed. It lifts later response rates and shows the survey was not a formality.
Sample questions
A few of the questions as they appear in the template. Items in square brackets are for you to fill.
- Have you used or bought [PRODUCT OR SERVICE] from [COMPANY] in the last [12] months?
- Overall, how satisfied or dissatisfied are you with [PRODUCT OR SERVICE] from [COMPANY]?
- What is the main reason for the score you gave?
- How satisfied or dissatisfied are you with the price you pay for [PRODUCT OR SERVICE], in Ghanaian cedi (GHS), compared with what you get?
- How satisfied or dissatisfied are you with the delivery or the way the service is provided?
- How satisfied or dissatisfied are you with the way [COMPANY] handles complaints?
- Which of these matters most to you when you deal with [COMPANY]?
- What, if anything, made it hard to get what you needed?
Check your sample size first
Before you field, work out how many completed interviews you need with the sample size calculator and check the precision with the margin of error calculator.
See the master version for use in any country, or switch country: Angola, Burkina Faso, Burundi, Cameroon, Comoros, Congo, Democratic Republic of the Congo, Equatorial Guinea, Eritrea, Ethiopia, Guinea, Kenya, Libya, Madagascar, Mali, Morocco, Mozambique, Niger, Nigeria, Senegal, Seychelles, Somalia, South Africa, Tanzania, Togo, Uganda.
Frequently asked questions
Which version should I send by SMS?
Part A only. Send one question per message, accept digit replies, and keep each message short. Part B is for phone interviews and online forms.
How do I work out the net promoter score?
Ask the recommend question on a scale from 0 to 10. The score is the percentage who answer 9 or 10 minus the percentage who answer 0 to 6. The template shows a worked example.
How many responses do I need?
Enough that the margin of error is small compared with the differences you care about. Use the sample size and margin of error calculators on this site to check before you launch.
What is already filled in for Ghana?
The country name, the local currency (Ghanaian cedi), the main interview languages, the list of regions, the main mobile money services and the data protection law we found. Everything else, such as your company and product, is left in square brackets for you.
Which data protection law applies in Ghana?
We found Data Protection Act, 2012 (Act 843) (2012), overseen by Data Protection Commission. Check it against your own study and, for sensitive topics, get the consent script reviewed by a local professional.
Can I survey customers I already have on a list?
Yes, if you have a lawful reason and told them how their details would be used. Check the data protection law in your country and always include an opt-out.
Is it free?
Yes. Leave your name and email and we send you the file.